CellC Stupidity

I asked a friend with a landline to report to cell-C that the network in Strandfontein, Matzikama has been faulty( only sms works) for a few days. The operator required a specific faulty nr, ,my nr was given, where-upon the operator asked security questions relating to my nr. my friend tried to explain that she was a third party only trying to report a fault on Cell-C which affected whole area network, but to no avail. So fault could not be reported. UNBELIEVABLE but true